SUPPORT ENGINEER

Key Responsibilities:

• Provide L2 and L3 support for Teams workloads such as Chat Meetings and Calling
• Perform advanced troubleshooting using logs and traces
• Conduct root cause analysis and implement fixes
• Troubleshoot calling audio video and connectivity issues
• Work with cross functional teams
• Team Usage Reporting
• Analyze SIP RTP ICE protocols

Technical Requirements:

• Microsoft Teams architecture and Licensing knowledge
• VoIP protocols including SIP and RTP
• Direct Routing Operator Connect Voice route Dial plan PSTN usages
• Networking fundamentals such as TCP IP DNS QoS
• Log analysis and troubleshooting tools
• CQD strong knowledge on troubleshooting call quality issues
• Hands on experience on Teams features Auto attendant and Call queue
• Knowledge of Teams Admin center PMP PowerShell commands Teams policies
• Overview of Entra and Exchange

Preferred Skills:

Technology->Cloud Platform->Modern Workplace Transformation Services->Microsoft Teams,Foundational->Product Engineering->Product Support->L2,Domain->Telecom->PSTN SS7 Protocols,Foundational->Information Security->Information Forensics->TCP Flow